Quality Monitoring Services
Unleash the power of perfection, crafting extraordinary customer experiences through precise evaluation and continuous enhancement.
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Transform Your Call Center with
Quality Monitoring Services
Gain a competitive advantage with ExpertCallers’ call center quality monitoring services. We combine over a decade of experience with Lean Six Sigma (LSS) best practices, delivering bias-free, transparent performance audits that optimize service delivery and enhance quality standards. Our evaluations follow a DMAIC-aligned workflow to comprehensively improve agent performance metrics such as average handling time, customer satisfaction, closing, and more.
With our unbiased agent evaluation, you achieve validated outcomes, such as 89% ticket backlog reduction and 32.2% cycle time reduction, enabling faster evaluation-to-resolution turnaround. Partner with ExpertCallers to elevate customer experiences and differentiate yourself as an industry leader. Contact us today!
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>90%Call Quality Score(CQS) -
>95%Schedule Adherence(SA) -
<80Occupancey Rate(OR) -
2%-5%Sales Conversation Rate(SCR)
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Call Monitoring ServicesA Trusted Team Call Management
Call Recording and Storage
Store and retrieve customer interactions securely by implementing standardized workflows that enhance traceability, improving quality assurance and compliance.
Call Evaluation and Scoring
Drive agent performance and customer experience using Voice of Customer (VoC)-based insights to identify service gaps, maintaining compliance with industry standards.
Agent Coaching and Training
Our agent coaching and training lead to better agent performance, increased customer satisfaction, and cost savings for call centers.
Performance Reporting and Analytics
We provide call centers with data-driven insights, improved agent performance, and better customer experiences.
Customer Satisfaction Surveys
Obtain actionable feedback leveraging VoC analysis-backed surveys to measure customer satisfaction, driving improvement in customer experiences and retention rates.
Compliance Monitoring
Ensure regulatory compliance using streamlined monitoring protocols that reduce Non-Value-Added (NVA) steps, minimize legal risks, and avoid penalties.
Speech Analytics
We are improving call center quality management, agent performance, customer experience, and compliance monitoring through data-driven insights.
Root Cause Analysis
Our root cause analysis helps call centers to identify the underlying issues that lead to problems, enabling them to prevent future occurrences.
ExpertCallers: The Game-Changer for Call Centers to Retain Customers and Boost Profitability!
A 48.58% service quality improvement, an 80% call accuracy gain, and about 78% attrition reduction – these are among the several remarkable outcomes that ExpertCallers has empowered clients with. Our LSS-controlled performance reviews and Customer Value Added (CVA)-focused audit workflows reduce process inefficiencies and guarantee regulatory adherence. We create value in every interaction, ensuring sustained growth and profitability.
Why OutsourceCall Center Quality Monitoring Services to ExpertCallers?
Beter First Call Resolution Rate
We provide practical training, clear communication, and access to relevant information to help call centers achieve better first-call resolution rates.
Lower Average Handle Time
Communication and training procedures refined by statistical root cause analysis eliminate non-essential processes, lowering average call handling times.
Reduced Call Abandonment Rate
Help call centers minimize call abandonment to improve customer satisfaction, build trust and loyalty, and improve overall efficiency.
Improve Customer Satisfaction Score
CTQ feedback-led solutions improve CSAT scores and drive retention, improving brand reputation and revenue growth.
Decreased Average Hold Time
Process optimization achieved through BVA-NVA mapping reduces wait times, boosting customer satisfaction and operational efficiency.
Better Call Quality Score
Measuring agents’ performance and customer satisfaction identifies areas for improvement and ensures consistency in customer service standards.
Adherence to Scripts and Protocols
Poke-yoke-integrated processes ensure company policy adherence, script-compliant interactions, and legal alignment, minimizing process deviation.
Improved Average Speed of Answer
Faster answer rates are achieved using DMAIC-informed queue adjustments, driving enhanced customer outcomes and boosting productivity.
Gain Net Promoter Score
We help call centers to measure customer loyalty and satisfaction, which drives business growth and success for the call center.
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Expertcallers.com Is the Ideal Partner for Exceptional
Call Center Quality Monitoring Services That Are Delivered and Utmost
With Unmatched Quality And The Utmost Professionalism.
ExpertCallersHappy Clients
